SPG SUPPORT SUITE PRO — FEATURE SUMMARY
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CUSTOMER EXPERIENCE
- English + Hindi (Devanagari) bilingual welcome text.
- SPG banner appears above the welcome text. Button layout uses compact inline buttons.
- No channel joining gate. Prediction, Daily Updates and Gift Codes links are optional.
- No Emergency Support button. Urgent keyword detection runs in the background.
- User can initiate from a category button or send a message directly.
- Text, photos, videos, voice notes, audio, documents and supported Telegram media are copied into the support workflow.
- Security notice: do not share OTP/password/PIN and do not pay any staff member personally.

STAFF ACCESS & ROUTING
- Bot command menu is role-scoped: public, manager, head manager and system admin see different lists.
- /help repeats only the commands available to the signed-in staff role.
- Nonauthorized execution is rejected even if a user types a hidden command manually.
- Manager ticket assignment uses load balancing between enabled, on-duty managers whose configured shift is active.
- Custom shift duration is 1–24 hours, not restricted to 8/12. Examples: /shift ID 14:00 9 and /shift ID 22:00 13.
- Existing tickets stay with the assigned staff member unless escalated or reassigned by authorized staff.
- No available manager means the senior team is the fallback. If no senior recipients are configured or can be reached, work stays queued.
- Message keywords such as EMERGENCY, URGENT, FRAUD, SCAM, HACKED, UNAUTHORIZED PAYMENT, ठगी, धोखा or खाता हैक set high priority and route to senior recipients. This is keyword-based triage, not AI or voice transcription.
- Staff can use /contactlead to start a private staff-to-senior conversation. Text/media are stored in a durable outbound queue and senior replies can be sent back by replying to the copied message.
- /setwelcomevideo is available only to system admin: send a video to the bot, reply to it with /setwelcomevideo; /clearwelcomevideo disables it.

RELIABILITY / DATA
- SQLite WAL, busy timeout, ticket transcript, staff audit, and durable delivery queues with retry/backoff.
- Telegram welcome image file_id is cached and reused after its first successful upload.
- cPanel webhook mode commits incoming update JSON to the local durable inbox before HTTP 200, then processes it in the background.
- Termux polling mode retains updates that Telegram still stores; Telegram does not guarantee pending updates beyond 24 hours.
- This package is not an unlimited-scale/million-user guarantee. Shared hosting and SQLite are initial-deployment choices; sustained large traffic needs a dedicated service, PostgreSQL, a durable queue, and monitored workers.